Refund Policy
Skins Dealer · Refund Policy · v1.0 · Effective 29 July 2026
| Field | Value |
| Operator | Pebletex OÜ |
| Company number | 17367621 |
| Registered office | Telliskivi tn 60a/5, Põhja-Tallinna linnaosa, 10412 Tallinn, Harju maakond, Estonia |
| Trading name / brand | Skins Dealer |
| Website | https://skins-dealer.com |
| Contact email | info@skins-dealer.com |
| Support / complaints | info@skins-dealer.com; Monday to Friday, 09:00-17:00 Eastern European Time / Eastern European Summer Time, excluding public holidays in Estonia |
| Governing law | Laws of Estonia, subject to mandatory consumer protections |
| Document version | v1.0 |
| Effective date | 29 July 2026 |
| Important: Digital skins are normally supplied immediately and cannot be returned like physical goods. Refunds remain available for non-delivery, material defect, incorrect or duplicate supply, unauthorised payment and any mandatory consumer remedy. A refund normally requires reversal or disabling of the related entitlement. |
1. Introduction and scope
This Refund Policy governs requests relating to Digital Items purchased through skins-dealer.com. It applies with the Terms and Conditions, Payment Policy, Cancellation Policy and Digital Product Fulfilment Policy.
It distinguishes a change-of-mind request from a non-delivery, defect, incorrect-item, duplicate-charge or unauthorised-payment claim. Mandatory rights always prevail.
2. Company details and contact
The seller is Pebletex OÜ, company number 17367621, of Telliskivi tn 60a/5, Põhja-Tallinna linnaosa, 10412 Tallinn, Harju maakond, Estonia.
Submit a request to info@skins-dealer.com with the Order reference, transaction date and destination account. Never send full card data or passwords.
3. General position on digital-content refunds
Digital Items are non-physical content delivered to a game or platform account. Once conforming delivery begins at your express request and you acknowledge loss of the statutory withdrawal right, a simple change of mind will normally not qualify for a refund.
This commercial position does not affect remedies for lack of conformity, non-delivery, unauthorised payment or any right that cannot lawfully be excluded.
4. Transactions that may qualify
A transaction may qualify where the item was not delivered, the delivered item materially differs from the description, the entitlement is technically unusable for the supported platform, the same Order was charged twice, the wrong account was credited through our error, or the payment was genuinely unauthorised.
A price reduction or contract termination may also be available if a conforming remedy cannot be provided within a reasonable time or without significant inconvenience.
5. Transactions normally not eligible
A refund is normally unavailable after correct delivery where the customer changed their mind, selected the wrong item or destination, lost account access, breached platform rules, transferred the item onward, expected a speculative price increase, or became dissatisfied because an independent platform later changed the item.
Promotional differences, external resale prices and issuer currency-conversion costs are not defects in the Digital Item.
6. Timing of requests
Submit a commercial refund request within 14 calendar days after purchase, subject to the digital-content rules and the exceptions stated in the Refund Policy. For a visible defect, notify us promptly and, where practicable, within two months after discovering the issue.
Statutory limitation periods and non-conformity rights are not shortened by the commercial window. Unauthorised card use should be reported immediately to us and to the card issuer.
7. Information we may request
We may request the Order reference, masked payment details, account email, destination platform identifier, screenshots, platform history, error messages and confirmation that the item has not been transferred or consumed.
Verification must be proportionate. Refusal to provide information essential to establish the claim may delay or prevent an outcome, but we will not request passwords, full card numbers or one-time codes.
8. Investigation process and service standards
We aim to acknowledge a complete request within two business days. We then compare checkout, authentication, payment, delivery and support records and may consult the Payment Provider or Supported Platform.
A standard decision is normally issued within ten business days after receipt of the necessary information. Complex fraud, platform or card-scheme cases may take longer; we will provide a progress update and next review date.
9. Types of outcome
The outcome may be re-delivery, correction, replacement, account credit where lawful and expressly accepted, a proportionate price reduction, full refund, partial refund, or rejection with reasons.
A refund is made to the original payment method by default. We do not use a refund to create a cashable wallet balance.
10. Delivery failure and technical defect
Before treating an item as undelivered, we check payment capture, destination accuracy, trade or account restrictions, transfer acceptance, platform synchronisation and entitlement logs.
Where failure is attributable to us, we will attempt prompt correction or re-delivery. If that is impossible, disproportionate or not completed within a reasonable time, the appropriate refund remedy is provided.
11. Duplicate, incorrect or misapplied charges
Do not submit repeated payments while a transaction is pending. If two captured charges relate to one intended Order, contact us so that the duplicate can be identified and reversed.
An issuer may display a temporary authorisation and a completed charge at the same time. A released authorisation is not a second settlement. We will explain the status supported by Payment Provider records.
12. Unauthorised transactions and fraud
Report suspected unauthorised use immediately, secure the affected accounts and contact the issuer. We may suspend delivery or access while investigating and may require identity or account-control evidence.
Fraudulent claims, concealment of receipt, manipulated screenshots or transfer of an item followed by denial of delivery may result in rejection, account restriction and evidence submission to the Payment Provider or authorities.
13. Relationship with chargebacks and disputes
Contacting us first often resolves a delivery or duplicate-charge issue faster, but you retain all card-scheme and legal rights. A chargeback is not a substitute for returning or preserving a Digital Item when the dispute alleges non-conforming supply.
If a chargeback is opened, we may pause the direct refund process to avoid duplicate reimbursement. We may submit Order, authentication, communication and fulfilment evidence to the acquirer. The final scheme decision may affect the direct case.
14. Effect of a refund on Digital Items and accounts
A full refund terminates the licence for the relevant item. The item may be reversed, reclaimed, disabled or removed from the destination account where technically possible. You must not use or transfer it after the refund is approved.
A partial refund may be paired with a proportionate restriction. Account access may be limited if recovery is required or if the claim involved fraud. Legitimate unrelated purchases are not removed without a contractual or legal basis.
15. Taxes, fees, currency and processing
Refunds are issued in the original transaction currency, normally EUR, and include taxes required to be returned. We do not deduct a refund processing fee where the refund is legally due.
Issuer exchange rates and bank fees may cause the statement amount to differ from the original local-currency display. After approval, funds normally appear within five to ten business days, although the issuer controls final posting.
16. Cancellation and statutory rights
Account closure is governed by the Cancellation Policy and does not automatically refund correctly delivered Digital Items. A pre-fulfilment cancellation may be accepted where payment and delivery can still be stopped.
Consumers retain the 14-day distance-contract right subject to the immediate digital-content exception and retain conformity remedies under applicable law.
17. Abuse and repetitive claims
We may consolidate duplicate requests, require stronger verification, restrict purchasing or reject a claim supported by materially false evidence. Measures are based on documented risk and do not prevent a genuine consumer complaint.
Repeated refund requests after onward transfer, use or concealment of items may be treated as abuse and referred to the Acceptable Use Policy.
18. Age, minors and payment authority
Purchases are restricted to users aged 18 or over who control, or are expressly authorised to use, the selected payment method and destination account. A claim involving a minor is reviewed according to payment authority, authentication, delivery and item-use evidence rather than being treated automatically as either valid or fraudulent.
A parent, guardian, payer or issuer may report an underage or unauthorised purchase promptly. Skins Dealer may secure the Account, pause uncompleted fulfilment, verify the reporter’s authority and preserve the Digital Item while the claim is assessed. An approved remedy is returned to the original payment method and may require reversal or disablement of the related item. Mandatory consumer and payment rights remain unaffected.
19. Changes
This policy may be updated for legal, card-scheme, provider or operational changes. The version accepted at checkout governs the commercial terms of that Order, subject to later mandatory rights.
Material changes are published with a new effective date.
20. Contact and escalation
Submit requests to info@skins-dealer.com. Include “Refund request” and the Order reference in the subject line.
If the initial response does not resolve the matter, request escalation and explain the remaining issue. Eligible consumers may also use the competent consumer dispute body or court.
Refund review stages
| Stage | Focus | Indicative timing | Output |
| 1. Intake | Order, identity, request type and essential evidence | Acknowledgement within 2 business days | Case reference and evidence request |
| 2. Payment review | Authorisation, capture, duplicate or reversal status | Usually 1-3 business days | Confirmed transaction status |
| 3. Fulfilment review | Destination, transfer, entitlement and platform logs | Usually 2-5 business days | Delivered, pending, failed or incorrect finding |
| 4. Remedy assessment | Contract, statutory rights, recovery feasibility and fraud indicators | Decision normally within 10 business days | Correction, replacement, price reduction, refund or reasoned rejection |
| 5. Payment return | Original-method refund instruction | Submitted promptly after approval | Issuer posting usually within 5-10 business days |
| 6. Closure | Entitlement reversal and final communication | After remedy completion | Closed record retained under Privacy Policy |
Operational Review Flow
F.1 Locate the Order and classify the request as withdrawal, non-delivery, defect, incorrect item, duplicate charge, unauthorised transaction or another issue.
F.2 Secure the transaction by pausing uncompleted delivery and preserving payment, authentication, communication and platform evidence.
F.3 Confirm whether the item was credited, accepted, transferred onward, consumed or made unavailable by a platform restriction.
F.4 Apply the fastest conforming remedy: correction or re-delivery first where appropriate, otherwise price reduction, cancellation or refund.
F.5 Return approved funds to the original payment method and communicate the expected issuer posting period.
F.6 Reverse or disable the related entitlement where technically possible and close the case with a written outcome and escalation route.
Schedule 1. Detailed Remedy Standards
These standards guide consistent decisions across common digital-content claims without reducing mandatory consumer or card-payment rights.
Conformity assessment
A Digital Item conforms when it matches the material description presented at checkout, is supplied to the destination stated in the Order, is usable in the supported environment disclosed before purchase and remains free from a defect attributable to Skins Dealer at delivery. A change in personal preference, an external market-price movement or a restriction caused solely by the user’s own platform conduct does not by itself establish non-conformity. Evidence is evaluated against the Order record and the Supported Platform status at the relevant time.
Correction before reimbursement
Where a problem can be remedied promptly and without significant inconvenience, Skins Dealer may first correct the destination, complete a delayed transfer, replace a defective entitlement or provide clear activation instructions. This does not remove a statutory right to a price reduction or termination when correction is impossible, disproportionate, unsuccessful, refused or not completed within a reasonable period. The selected remedy must remain technically feasible and must not expose the user to a duplicate item or double recovery.
Partial performance and partial refunds
A partial refund may be appropriate where an Order contains distinct items and only one item is affected, where a quantifiable part of the promised functionality is permanently unavailable, or where a price adjustment fully addresses a minor defect. The calculation is tied to the affected component’s checkout price rather than a later resale quotation. A user will receive a written explanation of the amount, the item or service component covered and any corresponding entitlement change.
Platform-caused restrictions
Supported Platforms may impose trade holds, account locks, regional restrictions, inventory limits or security reviews. Skins Dealer will distinguish a platform-wide incident or operator-side transmission failure from a restriction caused by inaccurate destination details, an ineligible account, a user ban or a transfer after delivery. Where the restriction was reasonably disclosed or arises from the user’s platform status, the Order is not automatically refundable, although support will consider any practical re-delivery or cancellation available before irreversible fulfilment.
Preservation and recovery of the item
A user requesting a refund must not sell, transfer, consume, modify or otherwise make the Digital Item unavailable while the case is reviewed. Where technically and legally possible, an approved refund may require reversal, revocation or return of the related entitlement. If the user has already obtained and retained the benefit, Skins Dealer may decline double recovery or deduct the value lawfully retained, subject always to mandatory consumer law and card-scheme rules.
Refund destination and timing
An approved card refund is sent to the original payment instrument unless law, issuer rules or technical impossibility requires another compliant route. Skins Dealer does not normally refund to a different person, wallet or bank account. The operator initiates the refund within the stated service standard; the final posting date is controlled by the payment provider and card issuer. A refund confirmation or acquirer reference may be supplied when available to help the issuer trace the credit.
Complex or linked investigations
A refund review may be coordinated with a fraud investigation, account-security incident, platform inquiry, card retrieval request or privacy request where the same evidence is relevant. Coordination avoids inconsistent outcomes but does not permit unrelated delay. The user will be told when additional verification is needed, which issue remains open and what interim protection applies, such as pausing delivery or restricting transfer of the disputed item.
Final decision record
A final outcome identifies the Order, claim category, core evidence, remedy granted or reason for refusal, any action required from the user and the available escalation route. The explanation is proportionate and may omit security-sensitive fraud rules or third-party confidential information. Records are retained for tax, consumer-protection, fraud-prevention and dispute-defence periods under the Privacy Policy, then deleted or anonymised when no longer required.
Skins Dealer · Refund Policy · v1.0 · Effective 29 July 2026. The version made available through the Website is the controlling customer-facing version.